[Remote] Customer Success Operations Manager
Note: The job is a remote job and is open to candidates in USA. Abnormal AI is looking for a Customer Success Operations Manager to join their Customer Success Operations team. This role focuses on improving systems, data, and processes that support the customer lifecycle while collaborating with cross-functional teams to enhance operational efficiency and customer satisfaction.
Responsibilities
- Optimize and standardize processes and workflows to enhance both customer satisfaction and operational productivity
- Equip internal teams with the right tools, visibility, systems, and processes to ensure our customers achieve success
- Provide training and support to promote standardized tool usage and best practices, improving team efficiency and consistency
- Track key performance indicators (KPIs), analyze data to identify trends, and share insights on opportunities and risks
- Work cross-functionally to address and resolve operational challenges effectively
Skills
- 5+ years of experience in Customer Operations supporting a Customer Success team at a SaaS company
- Expertise with Salesforce Suite (CRM, Customer 360, Service Cloud, Communities)
- Advanced analytical skills, proficiency in Google Sheets//Excel/Sigma/Databricks/ Tableau etc, with the ability to interpret data and deliver actionable insights
- Deep knowledge of Customer Success tools (e.g., Gainsight)
- Experience with additional CS tools, such as Gong, Pendo, TaskRay, Smartsheet, and Asana
- Skilled in designing scalable processes that grow with the organization
- Hands-on experience building AI-powered workflows (e.g., Glean agents, Claude skills) to automate processes and boost team productivity
- Proven ability to develop and implement strategies that increase Customer Success team efficiency and effectiveness
- Experience building and maintaining customer health score models that drive proactive action across CS teams
- Strong program management, project management and organizational skills, with a history of managing multiple priorities effectively
- Exceptional communication and interpersonal skills, capable of influencing and collaborating effectively across teams
- Problem-solving aptitude with a proactive, solutions-oriented approach to overcoming challenges
- Detail-oriented, self-motivated, and a strong team player with a robust work ethic
Benefits
- Bonus or incentive compensation
- Equity
- A comprehensive benefits package
Company Overview